Desktop Engineer

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: BTS/Client Services

PREFERENCES

A+ Certification preferred

JOB DESCRIPTION

Desktop Engineer

Salary Grade: G06

Minimum Midpoint Maximum

$78,537 - $106,024 - $133,511

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills

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This position is covered by NERC CIP cyber security standards. Prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a Personnel Risk Assessment, which includes identity verification and a criminal background check. Prior to being granted unescorted access to cyber secure areas, the candidate must attend cyber security training. Annual cyber security training is also required.

SUMMARY:

The position of Desktop Admin for end user computing that performs troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment for throughout the company. The admin works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. This will include packaging and deploying software and patching, creation, and deployment of images, and managing VDI, MDM, and App presentation solutions. This includes prioritizing deployments, documenting assets and actively remediating equipment and escalating incidents when considered appropriate and necessary to maintain Business Technology Services (BTS) expectations. Work is performed under the general supervision of the Supervisor/Manager of the Client Services and performance is based upon completion of assignments and defined Service Level Agreements (SLA) for the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Install, test, and deploy new software components to enterprise desktops.

Develop desktop/laptop enterprise image. Perform image management and in place deployments, continuously update and harden Windows image.

Understand and implement security best practices and work with security team to eliminate vulnerabilities in the environment. Actively patch and remediate machines.

Work within Active Directory (AD) to include group policy and Organization Unit (OU) creation.

Test, validate, and schedule patch deployment.

Troubleshoot any patching issues and documentation of results.

Assists security team with audits and risk assessments as needed.

Responsible for packaging and deployment of all 3rd party software updates through company deployment software and deployment practices.

Responsible for all software packaging of all approved software throughout the enterprise.

Perform proactive problem management on known errors in the environment and develop full resolution. Test and deploy any fixes as required.

Contribute to the knowledge base.

Perform routine maintenance on end user systems with broken or missing configuration manager or any standard desktop applications.

Participate in project efforts, gather desktop requirements, and implement solutions.

COMPETENCIES:

Knowledge of basic computer hardware.

Experience with desktop operating systems.

Various application support experience.

Working knowledge of a range of diagnostic utilities.

Familiarity with the fundamental principles of ITIL and/or HDI.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Strong documentation skills.

Ability to coordinate work with other employees, providing direct instruction or supervision as assigned.

Ability to organize work effectively, conceptualize and prioritize objectives and exercise independent judgment based on an understanding of organizational policies and activities.

Ability to establish and maintain effective work relationships with BTS staff and PNMR employees.

Ability to communicate effectively orally, by phone, in person, and in writing.

Ability to represent BTS and PNMR in a friendly, courteous, and professional manner.

Ability to deal well with ambiguity and fast-paced change.

Ability to use a computer and other office equipment, including BTS related software and equipment.

Analyze existing systems and identify all applications within the environment. Build a list of applications the organization requires and place in suitable repository for future use.

Work on complex or escalated incidents or service requests that come from service desk level I or II.

Maintain CMDB and Hardware Asset Management system.

Administer the Mobile Device Management system.

Administer the Virtual Desktop Infrastructure and application presentation environments.

Package and deploy software over several platforms (i.e., Windows, VDI, mobile device).

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

Bachelor¿s degree in technology field with five to seven years of experience, or equivalent combination of education and/or experience related to the discipline.

Deep emphasis on customer service and problem resolution.

Experience in managing Windows and Mac OS.

Familiarity with desktop support software and tools.

Knowledge of network protocols and security systems.

Strong problem-solving skills.

Ability to work well under pressure.

CERTIFICATES, LICENSES, REGISTRATIONS:

Certification in computer and help desk competencies: i.e., ITIL, A+, Microsoft, or HDI.

COMMUNICATION SKILLS:

Must have excellent customer service skills and demonstrate strong interpersonal, organizational, verbal, and written communication skills.

MATHEMATICAL SKILLS:

Ability to apply basic math concepts when required.

COMPUTER SKILLS:

Successfully resolve common & uncommon hardware (e.g., laptop, desktop, printer, VoIP telephony, etc.) & software problems (e.g., Microsoft Office, Windows, VPN, Active Directory, customer specific software applications, etc.).

Knowledge/exposure on ticketing tools like ServiceNow, Remedy, etc.

Knowledge of Virtual Desktop Infrastructure, MDM solutions, and app presentation solutions.

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Triage incoming Incidents and Service Requests to identify the issue and observe the problem area closely to form a detailed image of issue.

Implementation of structured problem-solving steps with the ability to correctly categorize, prioritize, and document.

Ability to conduct research into a wide range of computing issues is required.

DECISION MAKING:

Discovery and creativity skills to identify or generate decision alternatives.

Information, data gathering, and observation methods that enable evaluation of solution options.

Logic and analysis that enables inferences or conclusions from relevant information and assumptions.

Self-discipline and leadership skills that inspire and motivate commitment and action for a chosen solution.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to stand, sit, and/or walk up to 2/3 of the time. The employee must occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT:

Office environment.

Ability to work Holidays, Nights, and Weekends as required.

Employees in Services Company may be responsible for providing services to various Holding Company subsidiaries and affiliates.

Other duties as assigned.

EQUAL OPPORTUNITY STATEMENT

Safety Statement:

Safety is a core value at (PNMR/PNM/TNMP) and our vision, ¿everyone goes home safe¿, reflects our commitment to promoting an environment conducive to learning, improving, and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:

PNM Resources is committed to providing reasonable accommodations for qualified individuals with disabilities in compliance with the ADA. If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.

DEI Statement:

At PNM Resources, we value the diversity of our workforce and actively seek opportunities for incorporating Diversity, Equity, and Inclusion (DEI) within our family of companies. We believe a diverse workforce enriches our environment and helps us better meet the needs of our employees, customers, and shareholders. We remain committed to attracting and sustaining a diverse workforce and retaining high-performing employees who work collaboratively to carry out the Company's purpose.

PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals, and veterans are encouraged to apply.

EQUAL OPPORTUNITY STATEMENT

Safety Statement:

Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:

TXNM Energy is committed to providing reasonable accommodations for qualified individuals with disabilities in compliance with the ADA. If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.

DEI Statement:

At TXNM Energy, we value the diversity of our workforce and actively seek opportunities for incorporating Diversity, Equity, and Inclusion (DEI) within our family of companies. We believe a diverse workforce enriches our environment and helps us better meet the needs of our employees, customers, and shareholders. We remain committed to attracting and sustaining a diverse workforce and retaining high-performing employees who work collaboratively to carry out the Company's purpose.

TXNM Energy and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.